Desktop Management - Infrastructure Services

Key Responsibilities:

Desktop Hardware & Software Management:

• Administer, configure, and support desktop systems (laptops, desktops, thin clients) for users, ensuring they are set up and ready for use.
• Install, configure, and maintain

  operating systems

  (e.g.,

  Windows

  ,

  macOS

  ) and

  software applications

  across all desktop devices.
• Manage software installations, updates, and patch management for operating systems and software applications, ensuring they comply with security standards.
• Support the rollout of new hardware and software systems, including system imaging, configuration, and deployment.

End-User Support:

• Provide

  tier 1/2 support

  for end-user issues related to desktop systems, software, network connectivity, and peripherals.
• Troubleshoot and resolve desktop-related issues related to hardware, software, and network connectivity, ensuring minimal disruption to end users.
• Provide user training on software usage, best practices, and troubleshooting techniques to enhance end-user productivity.

Device & User Management:

• Administer

  Active Directory

  and other user management tools to ensure proper

  user provisioning

  ,

  authentication

  , and access control for desktop systems.
• Manage user desktop configurations, including security settings, group policies, and network drives.
• Monitor user desktop systems for performance, ensuring they are running optimally and securely.
• Provide support for

  mobile device management

  (MDM) solutions, ensuring secure access for mobile and remote users.

Security & Compliance:

• Ensure that desktops are configured to meet

  security requirements

  , including

  antivirus/antimalware

  software,

  firewall settings

  , and

  OS-level security policies

  .
• Ensure desktops are compliant with

  corporate security policies

  , including

  data encryption

  ,

  password policies

  , and

  multi-factor authentication

  (MFA).
• Monitor desktop systems for vulnerabilities and apply patches and updates as necessary to protect against security breaches.
• Support

  remote desktop access

  and VPN services to ensure secure, reliable connections for remote workers.

Incident & Problem Management:

• Track, manage, and resolve support tickets related to desktop hardware, software, and network issues in accordance with

  SLAs

  (Service Level Agreements).
• Identify recurring desktop-related issues and work with the infrastructure and development teams to implement long-term solutions.
• Maintain a knowledge base of common issues and resolutions to improve efficiency in troubleshooting and resolution.

Configuration & Automation:

• Use

  SCCM (System Center Configuration Manager)

  or other automation tools to deploy software updates, patches, and configuration changes to desktops across the organization.
• Assist in creating

  system images

  for rapid deployment of desktop devices, ensuring consistency and security.
• Support

  configuration management tools

  to automate and manage desktop deployments, ensuring they meet company standards.

Documentation & Reporting:

• Maintain up-to-date documentation for desktop systems, including inventory management, configurations, support procedures, and troubleshooting guides.
• Prepare regular reports on desktop system performance, incident trends, and user satisfaction for management review.
• Document all desktop configuration changes, software installations, and system issues to ensure proper change management procedures are followed.

Collaboration and Vendor Management:

• Work closely with the

  IT infrastructure team

  to ensure proper desktop integration with networking, server, and cloud systems.
• Collaborate with

  third-party vendors

  for hardware and software support, ensuring effective resolution of issues and timely updates.
• Ensure the timely procurement of desktop hardware, peripherals, and accessories in accordance with business needs.

Required Qualifications:

• Bachelor's degree

  in

  Information Technology

  ,

  Computer Science

  , or a related field.

• 2+ years

  of experience in

  desktop support

  ,

  desktop management

  , or

  IT infrastructure services

  .
• Strong understanding of

  desktop operating systems

  (e.g.,

  Windows 10/11

  ,

  macOS

  ,

  Linux

  ).
• Experience with desktop management tools like

  SCCM

  ,

  JAMF

  , or

  MDM solutions

  for device and software management.
• Hands-on experience with

  Active Directory

  ,

  Group Policy

  , and

  user management

  .
• Familiarity with

  remote desktop services

  ,

  VPNs

  , and

  cloud desktop solutions

  .
• Knowledge of

  desktop security best practices

  , including

  data encryption

  ,

  antivirus software

  , and

  patch management

  .